Store Policies
Complete- Store terms
- Order changes
- Cancellation rules
- Customer-support routes
- Product restrictions
- Store-specific conditions
Help Center · Merchant Knowledge
Merchant Knowledge & Store Help
Give WardrobeIt the approved store knowledge it needs to answer shopper questions accurately.
Merchant Knowledge is where your store adds, reviews, and maintains the information WardrobeIt can use in shopper conversations. Use it to support product Q&A, sizing, shipping, returns, payments, promotions, product care, and brand-specific guidance.
WardrobeIt should answer from connected product data and merchant-approved knowledge. When information is missing or unclear, the assistant should ask a clarifying question, explain what it cannot confirm, or direct the shopper to your approved support route.
Knowledge categories
Give WardrobeIt the Store Knowledge Shoppers Need
Merchant Knowledge keeps shopper-facing answers grounded in approved store information. It helps the assistant respond consistently across product pages, collection pages, cart moments, and support-related questions.
Use the readiness dashboard to review each knowledge category, see what needs attention, and keep answers current.
Knowledge Readiness
5 of 7 categories reviewed
Only show a readiness score when it comes from real knowledge records.
Shipping and Delivery
Complete- Shipping destinations
- Delivery methods
- Processing guidance
- Shipping costs
- Tracking
- International delivery
- Delivery limitations
WardrobeIt should not guarantee an arrival date unless your approved store information and checkout system support that promise.
Review CategoryReturns and Exchanges
Needs Review- Return windows
- Eligible products
- Exchange rules
- Final-sale products
- Return conditions
- Refund methods
- Return process
Payments and Promotions
Complete- Accepted payment methods
- Public promotions
- Gift cards
- Promotional conditions
- Discount restrictions
- Payment-related store guidance
WardrobeIt should not create discounts, promotional terms, or offer conditions that your store has not approved.
Review CategoryProduct Care and Sizing
Missing Information- Size charts
- Product measurements
- Fit notes
- Materials
- Care instructions
- Product use
- Product limitations
Size and fit guidance should help shoppers decide, but it should not guarantee exact fit.
Review CategoryBrand Information
Complete- Brand story
- Product terminology
- Materials
- Craftsmanship
- Product positioning
- Sustainability statements
- Brand values
Only verified merchant claims should appear in shopper-facing answers.
Review CategoryFrequently Asked Questions
Needs ReviewAdd repeat shopper questions and approved answers that apply across your store or selected products.
- How do I choose the right size?
- Can I return a sale item?
- Do you ship internationally?
- How should I care for this product?
- What payment methods do you accept?
Add and organize
Build Your Approved Knowledge Base
Merchants can create knowledge manually, import supported content, or use synchronized store data where available. Every knowledge item should stay connected to a clear source, relevant products, and a review date.
How to add a knowledge item
- Open Merchant Portal → Product Knowledge
- Select the relevant knowledge category
- Choose Add Knowledge Item
- Enter the shopper question or topic
- Add the approved answer
- Select relevant products or collections, where applicable
- Add the source link or internal reference
- Set the item as active or inactive
- Save and test the answer
Best used for
- Common shopper questions
- Store policies
- Product-specific explanations
- Size guidance
- Brand terminology
- Approved support instructions
Import supported content
Import supported policy pages, FAQs, guides, or knowledge documents where import functionality is available.
Supported content may include
- Shipping pages
- Return policies
- Size guides
- Product-care guides
- FAQ pages
- Approved help documents
- Merchant knowledge files
Import review process
- Add the supported page or document
- Review the extracted information
- Remove outdated or irrelevant content
- Confirm the approved wording
- Assign relevant products or collections
- Publish only after merchant review
Imported content should not become active automatically without review. Do not assume every file type, page, or document format is supported.
Connect store information
Use synchronized product and store data where available.
WardrobeIt may use approved store data such as
- Product titles
- Descriptions
- Materials
- Options
- Variants
- Prices
- Product tags
- Relevant availability
- Product URLs
- Collection information
Connected product data supports Product Q&A, but it should not replace missing policies, unsupported claims, or merchant-specific guidance.
Knowledge item structure
| Field | Purpose |
|---|---|
| Question or Topic | The shopper request or subject the information addresses |
| Approved Answer | The exact answer WardrobeIt may use |
| Relevant Products or Collections | Where the answer applies |
| Source Link | Merchant page, product record, document, or approved internal source |
| Last Updated | Most recent merchant review date |
| Status | Active, Draft, Needs Review, Inactive, or Expired |
Answer controls
Decide What WardrobeIt Can Say and When It Should Ask for Help
WardrobeIt should help shoppers without moving beyond merchant-approved information. Use answer controls to guide language, accuracy, clarification, and escalation.
Brand tone and terminology
Use approved brand language, product names, and merchant terminology in shopper responses.
Example: Instead of a vague phrase like “premium fabric,” WardrobeIt should use the exact merchant-approved material description.
Response length
Where supported, choose whether answers should be concise, standard, or detailed. Product accuracy should remain unchanged regardless of response length.
Approved claims
Define claims WardrobeIt may use about materials, product features, care, craftsmanship, sustainability, product origin, and store policies. Unsupported claims must stay unavailable.
Restricted topics
Identify areas WardrobeIt should not answer without approved information.
- Medical guidance
- Legal advice
- Guaranteed delivery
- Guaranteed fit
- Unapproved discounts
- Private inventory
- Internal merchant information
Clarifying behavior
When supporting information is incomplete, WardrobeIt should ask for more context or avoid making an unsupported assumption.
Shopper: “Can this arrive before Friday?”
Better behavior: “Which delivery destination and product are you asking about? I can check the approved shipping information available for your store.”
Support routes
When a direct helpdesk integration is active, WardrobeIt may route the shopper through the supported workflow. Without an active integration, use an approved contact route such as a contact page, support email, customer-service form, or published help channel.
Do not claim direct ticket creation or agent transfer unless the integration is active.
Review dates
Assign review or expiry dates to information that may change, such as shipping policies, promotions, seasonal delivery information, return periods, and temporary store notices. Expired information should be reviewed before WardrobeIt continues using it.
Test and maintain
Keep Shopper Answers Accurate and Current
Test Merchant Knowledge before publishing it to shoppers. Review it whenever products, policies, promotions, or store operations change.
Testing checklist
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Ask common shopper questionsTest the questions customers regularly ask before buying.
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Confirm approved information is usedVerify each answer matches the correct merchant source.
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Test product and policy questionsInclude product details, size and fit, materials, care, shipping, returns, payments, and promotions.
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Review low-confidence responsesCheck answers where WardrobeIt asked for clarification, lacked sufficient information, or recommended contacting the merchant.
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Update outdated policiesReview knowledge when store terms, delivery information, promotions, or product details change.
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Resolve unanswered questionsUse repeated unanswered questions to identify missing knowledge or catalog information.
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Publish approved changesOnly publish updates after the merchant reviews the answer, source, scope, and status.
Common setup issues
Fix Merchant Knowledge Problems Before Shoppers See Them
Use this section to diagnose common setup issues in your WardrobeIt knowledge base.
Check whether the policy item has an approved answer, source link, relevant category, active status, and current review date. If it was imported, confirm that the content has been reviewed and published.
Check whether the product has complete synced data, including title, description, materials, options, variants, availability, product URL, and relevant collection context. Product Q&A also needs merchant-approved knowledge for policies, claims, and special product conditions.
Add approved shipping destinations, delivery methods, processing guidance, limitations, and tracking details. WardrobeIt should avoid guaranteed delivery claims unless the approved store information supports them.
Add size charts, product measurements, fit notes, materials, and product limitations. Size guidance should support shopper confidence without promising exact fit.
Imported content should remain pending until a merchant reviews the extracted information, removes outdated content, approves the wording, assigns scope, and publishes the item.
Check whether a helpdesk integration or approved support route is active. Without an active direct integration, use a contact page, support email, customer-service form, or published help channel.
FAQs
Merchant Knowledge Setup FAQs
Use Merchant Knowledge to add approved store information that WardrobeIt can use in shopper answers. Add policies, product guidance, FAQs, sizing details, return rules, shipping guidance, and source links, then test responses before publishing.
Open the Merchant Portal, choose the relevant knowledge category, add the shopper question or topic, enter the approved answer, connect it to products or collections, add a source, set the status, and test the answer before publishing.
Store policy training may fail or produce incomplete answers when the policy item has no approved answer, no source, outdated wording, inactive status, missing product scope, or imported content that has not been reviewed.
A product Q&A knowledge source should include an approved answer, relevant products or collections, a source link, a last-reviewed date, and a status. Connected product data can support answers, but it should not replace approved policy or claim information.
Setup time depends on the number of policies, products, FAQs, and review steps. A small store can start with core policies and top questions first, then expand knowledge coverage over time.
Use the Merchant Portal Guide, Store Help and Product Q&A guide, Troubleshooting guide, or Contact Support. Include the knowledge category, affected product or collection, source link, and example shopper question.
Ask test questions about shipping, returns, payments, promotions, product care, and sizing. Confirm the answer uses the approved source, avoids unsupported claims, and shows the correct status before publishing.